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Hybrid Desktop Support Lead Engineer chez Cognizant

Cognizant · États-Unis d'Amérique · Hybrid

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Job Summary

We are seeking a highly skilled Technical Lead with 12 to 14 years of experience in Desktop Support. The ideal candidate will excel in a hybrid work model providing exceptional remote support. This role requires a deep understanding of desktop support systems and the ability to drive efficiency and innovation. The candidate will play a crucial role in ensuring seamless operations and enhancing user satisfaction.


 

Responsibilities

  • Lead the desktop support team to ensure efficient and effective resolution of technical issues.
  • Oversee the implementation of desktop support processes and procedures to enhance service delivery.
  • Provide expert guidance and support to team members in troubleshooting and resolving complex technical problems.
  • Collaborate with cross-functional teams to identify and implement improvements in desktop support services.
  • Develop and maintain documentation for desktop support processes and best practices.
  • Monitor and analyze support metrics to identify trends and areas for improvement.
  • Ensure compliance with company policies and industry standards in all desktop support activities.
  • Drive initiatives to enhance user experience and satisfaction with desktop support services.
  • Coordinate with vendors and suppliers to ensure timely delivery of hardware and software resources.
  • Facilitate training sessions for team members to enhance their technical skills and knowledge.
  • Implement security measures to protect company data and systems from unauthorized access.
  • Evaluate new technologies and tools to improve desktop support capabilities and efficiency.
  • Report on team performance and project status to senior management.


 

Qualifications

  • Possess extensive experience in desktop support and troubleshooting.
  • Demonstrate strong problem-solving skills and the ability to work under pressure.
  • Exhibit excellent communication and interpersonal skills.
  • Have a proven track record of leading and managing technical teams.
  • Show proficiency in remote desktop support tools and technologies.
  • Display a strong understanding of ITIL processes and frameworks.
  • Hold relevant certifications in desktop support or related fields.


 

Certifications Required

  • CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate

 

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